Movers Putney Complaints Procedure
Movers Putney is committed to providing a professional and reliable removals service. We recognise that, on occasion, things may not go as planned. When this happens, we want to know about it so we can put matters right and use your feedback to improve our service. This Complaints Procedure explains how you can raise a concern, how we will handle your complaint, and what you can expect from us throughout the process.
1. Scope of this Complaints Procedure
This procedure applies to complaints relating to our domestic and commercial removals, packing, loading and unloading, storage handling, and related services carried out by Movers Putney. It is intended for current and former customers who wish to complain about any aspect of the service they have received, including service quality, conduct of staff, damage to goods, delays, or administrative issues such as documentation and invoicing.
Complaints about matters outside our control, such as severe traffic disruption or legal restrictions, may not always lead to a remedy, but we still welcome your feedback and will review how we handled the situation.
2. Principles of Our Complaints Handling
Our approach to complaints is based on the following principles:
Fairness: We will treat your complaint seriously, investigate it objectively, and consider all relevant information before reaching a conclusion.
Accessibility: We will make it straightforward for you to contact us and explain your concerns in a clear and simple way.
Timeliness: We will acknowledge your complaint promptly and aim to provide a full response within reasonable timeframes.
Confidentiality: Details of your complaint will be shared only with those who need to know in order to investigate and resolve the matter.
Improvement: We will use the outcome of complaints to review our removals processes and staff training so we can reduce the risk of similar issues arising in future.
3. How to Raise a Complaint
You can raise a complaint as soon as you become aware of a problem with our moving or storage services. We encourage you to bring any immediate concerns to the attention of the on-site team leader on the day of your move, as many issues can be resolved quickly at the time.
If your concern is not resolved on the day, or you prefer to raise it later, you can submit a formal complaint in writing. When contacting us, please include the following information where possible:
Your full name and the address where the move took place or is scheduled to take place.
The date of your move or the booking reference, if available.
A clear description of what went wrong and when it occurred.
Details of any conversations already held with our staff about the issue.
Any supporting evidence you may have, such as photographs of damage, inventory lists, or copies of relevant documents.
Providing full and accurate information helps us investigate more effectively and respond to you more quickly.
4. Time Limits for Submitting Complaints
To enable us to investigate your concerns thoroughly, we ask that you submit your complaint as soon as reasonably possible after the issue arises. For complaints relating to alleged loss or damage to items, we recommend that you notify us within a short time after the delivery or completion of the move, once you have had a reasonable opportunity to inspect your belongings.
While we will consider complaints raised later, delays in notifying us may affect the availability of evidence and may limit the options open to us when seeking a resolution.
5. Acknowledgement and Initial Assessment
Once we have received your complaint, we will acknowledge it within a reasonable period. In our acknowledgement, we will confirm that we have your details, outline the next steps, and, where possible, provide an estimated timescale for our investigation and response.
We will allocate your complaint to a member of our management team who is responsible for reviewing the matter. This person may contact you for further information or clarification if required.
6. Investigation of Your Complaint
During the investigation, we may review booking records, job sheets, photographs, inventory lists, and any associated paperwork. We may also discuss the events with the removals crew or office staff involved in your booking. If necessary, we may ask you for additional evidence or explanation so we can fully understand the circumstances of your complaint.
Our aim is to conduct a thorough and impartial review, taking into account all relevant facts. We will assess whether our services were provided in accordance with our agreed terms, internal standards, and any applicable industry practices.
7. Our Response and Possible Outcomes
After completing our investigation, we will provide you with a written response setting out:
A summary of your complaint as we understand it.
The steps we have taken to investigate the matter.
Our findings and our decision on whether your complaint is upheld in full, in part, or not upheld.
Any actions we propose to take to resolve the issue and, where appropriate, measures to prevent similar problems occurring.
Depending on the nature of your complaint, potential outcomes may include an explanation, an apology, corrective action to complete or rectify a service, or other remedies that we consider fair and reasonable in the circumstances and in line with our terms of business.
8. Escalation if You Are Not Satisfied
If you are unhappy with the outcome of your complaint or the way it has been handled, you may request that your complaint be reviewed by a more senior manager. When asking for an escalation, please explain why you are dissatisfied with our initial response and what further outcome you are seeking.
The senior reviewer will consider the original investigation, any new information you provide, and whether the decision reached was fair and reasonable. Following this review, we will provide you with a final response that sets out our position.
9. Learning from Complaints
Movers Putney values all feedback, including complaints, as an important source of learning and improvement. We regularly review complaint trends to identify recurring issues in our removals and storage services. Where necessary, we implement changes to our processes, staff training, or customer communications to enhance service quality and reduce the likelihood of similar problems arising.
10. Our Commitment to You
We understand that moving home or business premises can be a stressful experience. When something goes wrong, it can be particularly upsetting. Our commitment is to handle your complaint with professionalism, respect, and care, and to work with you towards a fair and timely resolution. By following this Complaints Procedure, we aim to ensure that your concerns are heard and addressed properly, and that your experience helps us continue to improve the services we provide.
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